Thursday, November 15, 2007

Ethical Principles (for Management)

1. As the community library, we treat each patron with the same respect and committment to high service.-This means that each patron's request is just as important as every other; do not show partiality.-Show respect and helpfulness even to patrons who are difficult to get along with.-Children are patrons, too, and should have their information needs treated with the same respect as adults.

2. Be honest.-This seems self-explanatory, but is important to remember, and includes some of the situations below.-Do not use library supplies for personal reasons.-If you can not help a patron, explain why and seek another solution rather than trying to hide a difficulty.-Give reasonable estimates on when broken machinery will be fixed.-Seek help when needed.-If you encounter a dilemma, consider which option will allow you to uphold the highest standard of honesty.

3. Keep patron records confidential.-This directly supports ALA Code of Ethics, Article III. Maintaining confidentiality is becoming increasingly important in a society in which the Internet makes confidentiality less certain.-Confidentiality can not always be extended to children under 18, but parents and guardians must have a reason for requesting information and be able to show their identification.

4. Show support for the library's mission and policies.-When asked for an opinion on a policy change by a member of the public, give a neutral answer.-Report concerns and complaints through proper employee channels, not to patrons.-Maintain an understanding of current library policy and apply it to your work life.

5. Give patrons and staff the benefit of the doubt.-Realize that everyone has a bad day and that you may also need the benefit of the doubt sometime.-Help your co-workers when you can.-Recognize when exceptions should and should not be applied.

The last principle was an actual part of the code of ethics at one of my jobs, and I really liked this. It reminds us that we are all humans and need a break sometimes, and, I think, led to a smoother and happier work environment. It also made "problem patrons" easier to shake off!